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whitepaper

Analysing and shaping customers journeys

Making a purchase and obtaining support can be like entering a maze or decoding an encrypted message. Your customers just want help—they want customer care.

overview

The challenge of customer experiences

It is not easy to create and strengthen customer relationships while ensuring that customers enjoy interacting with your company and contacting your employees. And disjointed communications with your company make this even more difficult. Customers pick up the phone to call and have to “start all over again” after having already searched the web, asked their Facebook friends and Twitter followers for help and finally arrived at your website to look further for the right information.

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Eight hot 2021 contact centre trends

overview

Looking ahead to new trends

Crystal-ball gazing has always been a dangerous pastime, but in this white paper we focus on eight hot trends with their genesis in 2020 yet effects that will be increasingly felt throughout what will undoubtedly be an interesting 2021.

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Gamification transforms agent effectiveness and boosts contact centre efficiency

overview

For contact centre managers, the line between encouraging and overburdening can be a fine one.

The pandemic jolted home working out of a relaxed groove to must-have-it-now urgency. The essentiality of workforce engagement management didn’t follow far behind. Read how it positively affected another’s vision while revolutionising the customer experience.

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Improve the customer experience

Engage them on the channel of their choice

overview

Getting to grips with digital channels

This white paper considers some of the advantages and hidden challenges of moving from voice-only to omnichannel provision. It uses Genesys Cloud to show how an integrated platform with intelligent automation can greatly enhance the customer experience.

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The New Contact Centre Future Proofing Guide

overview

Introduction to the guide

Some years ago, at Foehn, we published the first edition of the Future Proof Your Contact Centre guide. It’s remained one of our most popular downloads to this day, showing how the industry’s stayed at the forefront of innovation.

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Top Contact Centre Features to Complement Remote Workforces

Building on progress made during lockdown

overview

Seismic shift in contact centre operations

Now the initial lockdown upheaval’s subsided, we can start to take stock. Here at Foehn we’ve seen heroic examples of clients rolling out systems for remote workers in two weeks – feats unimaginable before COVID-19. Clients with cloud-based contact centres had an easier time than their on-premise counterparts, but they still had difficulties to overcome.

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Case Study

Always there for local communities

Client

Ceredigion County Council

Sector

Local Government

Over-the-weekend move

Based in the town of Aberaeron, Ceredigion County Council serves around 72,000 citizens, 25% of whom are over 65- years- of-age. Like most local authorities, it faced the perpetual challenge of doing more with less: improving public services against ever-reducing budgets. A task made even tougher when the pandemic forced contact centre staff to work from home.

Moving our supervisors and 20-plus advisors to remote working was pretty painless.

Anna Gawthorpe
Customer Services Manager, Ceredigion County Council

What to know more?